One X Agent Elite
This course provides a general introduction to Avaya One X Agent Elite and covers the tasks that contact centre agents can perform.
| Duration | 60 minutes |
| Group Size | Up to 10 people per session |
| Prerequisite | No prior knowledge required |
| Course type | Contact Centre Agent |
| Training Room Requirements | Meeting Room Test Phone per Attendee Agent Logins and Passwords Test Voicemail Boxes Test PC per Attendee with Internet Explorer |
| Remote Training Requirements | Sessions will be hosted using either Webex or Microsoft Teams sessions Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams |
| Note | This course should take place before a cutover |
Course Content
Upon successful completion, delegates will understand / be able to:
- Starting up
- Logging in
- Avaya one X Agent Main Window
- Agent preferences
- System settings
- Agent status
- Changing the agent work status
- Call control
- Answering a call
- Contact centre call
- Answering direct calls manually
- Making a call using extension number
- Making a call using directory
- Putting a call on hold
- Transferring a call
- Making a consultative transfer using extension number
- Making a consultative transfer using directory